Senior Product Support Engineer

Bidgely

About The Position

Bidgely is seeking a Senior Product Support Engineer to lead the resolution of complex customer and production issues across its platform. This hands-on role combines technical troubleshooting, customer communication, incident leadership, and continuous improvement. The engineer will serve as an escalation point for high-impact issues, lead cross-functional resolution efforts, and partner with Engineering, SRE, Delivery, Product, QA, and Customer Success to improve platform reliability and supportability. The role also includes mentoring support engineers and helping build a proactive support function. The successful candidate will navigate ambiguity and high-pressure discussions, use data and logs to identify root causes, and drive corrective actions to completion. Success involves clear ownership and communication during incidents, resolution within agreed SLAs, complete documentation, reduced repeat incidents and operational risk, improved monitoring and knowledge resources, less manual support work, stronger release readiness, and increased engineer self-sufficiency through mentoring. Bidgely offers the opportunity to work on AI-powered products supporting the clean-energy transition, solve technical problems involving energy data, analytics, cloud platforms, and distributed systems, and contribute visibly to customer experience, product reliability, and operational excellence. The role collaborates with teams across Product, Engineering, SRE, Delivery, Customer Success, and global customer organizations.

Requirements

7–10 years of experience in production support, technical support, application support, SRE, DevOps, or related customer-facing technical roles.
Strong experience troubleshooting SaaS or enterprise applications in production environments.
Hands-on experience with AWS or GCP and Linux-based systems.
Strong SQL skills and experience with application log analysis and data investigation.
Experience with monitoring and incident management tools such as CloudWatch, Grafana, Opsgenie, Datadog, or similar platforms.
Working knowledge of Kafka, RabbitMQ, Amazon SQS, or equivalent messaging systems.
Ability to read and write basic automation or diagnostic scripts using Python, Bash, or similar languages.
Experience with Jira, Zendesk, ServiceNow, or comparable ticketing and workflow tools.
Strong understanding of incident management, problem management, RCA, SLA management, and change or release practices.
Demonstrated ability to lead customer escalations and cross-functional technical discussions.
Excellent written and verbal communication skills, including the ability to explain technical issues to non-technical stakeholders.
Proven track record of taking ownership, driving closure, and improving support operations.

Nice To Haves

Experience supporting B2B SaaS products, data platforms, APIs, or high-volume data-processing systems.
Experience in the energy, utilities, fintech, healthcare, or another operationally critical domain.
Familiarity with SRE practices, observability, service-level objectives, and error budgets.
ITIL certification or practical experience with formal incident and problem management frameworks.
Experience working with CI/CD, cloud infrastructure, databases, or distributed systems.
Experience mentoring engineers or acting as a technical lead.
Exposure to Agile or Scrum delivery environments.

Responsibilities

Act as the primary escalation point for complex production issues and customer-impacting incidents.
Own assigned and escalated issues end to end, from initial triage through resolution, communication, root cause analysis, and preventive action.
Lead internal war rooms, customer calls, and critical issue-resolution meetings, ensuring clear updates, decisions, owners, and next steps.
Troubleshoot distributed applications, data pipelines, APIs, integrations, message queues, and cloud-hosted services.
Analyze application logs, system metrics, traces, database behavior, and data flows to isolate faults and validate fixes.
Investigate and resolve issues involving Kafka, RabbitMQ, Amazon SQS, or similar messaging and queueing systems.
Maintain ticket hygiene and document support activity according to agreed SLAs and operational standards.
Communicate with customers, Customer Success, Delivery, and internal stakeholders during incidents and escalations.
Partner with Engineering, SRE, Product, QA, and Delivery to resolve defects, reduce repeat incidents, and improve release readiness.
Provide the support perspective during design, feature, and release planning and post-release reviews.
Identify customer-impacting risks before go-live and support effective transitions of new capabilities to Product Support.
Monitor platform health and identify recurring issues, alert gaps, false positives, operational bottlenecks, and manual support work.
Improve monitoring, alerting, runbooks, knowledge articles, support workflows, and operational controls.
Automate repetitive support activities using Python, Bash, SQL, or other suitable tools.
Write root cause analyses covering customer impact, timeline, contributing factors, corrective actions, and prevention measures.
Track corrective actions to completion and verify that fixes reduce risk or recurrence.
Mentor Product Support Engineers in structured troubleshooting and incident management practices.
Develop and maintain troubleshooting guides, RCA templates, playbooks, onboarding materials, and technical documentation.
Share product, platform, and incident knowledge through reviews, training sessions, and team forums.
Contribute to hiring, onboarding, and capability-building initiatives within Product Support.